Customer Support Specialists (f/m/d)

Customer Support Specialist (m/f/d)

Location: Cebu, Philippines (hybrid)
Working Hours: Shift-based schedule supporting international customers, 7:00 AM – 4:00 PM or 10:00 PM – 7:00 AM local time

Passionate People Wanted for Sustainable Software Solutions

Our mission is to connect, engage, and inspire EHS and ESG stakeholders worldwide. Through innovative digital solutions, we provide clarity and guidance for organizations in Environmental, Health & Safety (EHS), Quality, and Sustainability Management. Join our team and help shape safer, more sustainable business practices with cutting-edge software solutions.

About the Role

As a Customer Support Specialist, you will join our international Customer Support team and act as the first point of contact for EHS and ESG customers across North America and the DACH region. You will provide first-level support, manage incoming tickets, and resolve standard customer inquiries independently using established processes, documentation, knowledge articles, and response templates. More complex issues will be escalated to our 2nd Level Support team in Berlin. The role is primarily focused on written customer communication, with occasional phone interactions.

Your Responsibilities

• Provide first-level support for our EHS and ESG SaaS solutions

• Monitor, review, and prioritize incoming customer tickets and support queues

• Resolve standard customer inquiries independently using documented processes, knowledge bases, and response templates

• Maintain and update customer information and system records accurately

• Assess and manage support requests based on urgency and business impact

• Deliver professional, customer-focused support primarily via email and occasionally by phone

• Escalate complex technical issues to the 2nd Level Support team in Berlin

• Contribute to the continuous improvement of support processes, documentation, and knowledge articles

What We Offer

• Health insurance covering up to three dependents

• Additional allowances

• Access to a comprehensive learning and development platform

• 25 days of annual leave

• A collaborative and supportive international work environment

• Competitive annual salary ranging from EUR 12,000 to EUR 18,000, depending on experience and qualifications

Your Profile

• Fluent English skills, both written and spoken

• Previous experience in SaaS software support or technical customer support

• Experience working with CRM or ticketing systems, such as Salesforce, Microsoft Dynamics, Zendesk, or similar tools

• Strong customer service mindset and excellent communication skills

• Ability to identify priorities independently and manage workload effectively

• Structured, organized, and solution-oriented working style

• Willingness to work in a shift-based environment supporting international customers in North America and the DACH region

• Experience using knowledge bases, support documentation, and standard response templates is an advantage

About Us

Quentic, an AMCS Group company, is a leading SaaS provider in the European EHS (Environment, Health & Safety) and ESG (Environmental, Social & Governance) market. With more than 250 colleagues across multiple European locations, we help organizations implement safe and sustainable business practices through digital solutions. Our cloud-based platform enables seamless collaboration across departments and countries while supporting efficient and compliant management of safety, environmental, and sustainability processes. As part of AMCS Group, a global leader in environmental software solutions, Quentic combines the agility of a focused SaaS company with the strength of an international technology group.